Senior Product Manager, Customer Success Solutions – CRM Platforms

Job Description

At General Motors, our product teams are redefining mobility. Through a human-centered design process, we create vehicles and experiences that are designed not just to be seen, but to be felt. We’re turning today’s impossible into tomorrow’s standard —from breakthrough hardware and battery systems to intuitive design, intelligent software, and next-generation safety and entertainment features.  

Every day, our products move millions of people as we aim to make driving safer, smarter, and more connected, shaping the future of transportation on a global scale.

The Role

General Motors’ Customer Experience Platform (CXP) organization is leading a global transformation to modernize how we support and engage customers. A key pillar of this transformation is Customer Success Solutions (CSS), which delivers tools that engage customers across channels - from self‑service and digital engagement to live advisor support in messaging, web chat, and voice channels.

We are seeking a Senior Product Manager, CRM Platforms with deep experience in Salesforce Service Cloud (or equivalent) and enterprise contact center platforms. This role operates at the intersection of business, technology, and operations, ensuring GM’s advisor CRM and self‑help experiences deliver measurable customer and business impact globally. This is a senior individual contributor role for a product leader who is comfortable driving strategy, execution, and cross‑functional influence in line with GM’s Product Management expectations.

Mission

Anchored in the CXP Product Management organization, this role manages the vision, roadmap, and lifecycle for the Advisor CRM platform capabilities that power GM’s global contact centers and connected self‑help flows. The mission is to ensure that CRM platforms:

• Deliver measurable business value and CX outcomes across markets and brands

• Scale as global, reusable platform capabilities instead of one‑off solutions

• Operate with strong reliability, performance, and governance across regions

What You’ll Do

Product Vision & Strategy

• Define and evolve the CRM platform vision and strategy using customer insights, operational data, and business priorities.

• Align CRM platform direction with Global CX strategy, CXP roadmaps, and enterprise digital transformation goals.

• Anticipate cross‑product dependencies; influence adjacent roadmaps so contact center and self‑help experiences are coherent, scalable, and reusable.

Domain & Platform Leadership

• Serve as the subject matter expert for the Contact Center Advisor CRM platform (Salesforce Service Cloud and connected systems) for business, CXP, and engineering partners.

• Partner with Solution Architecture, Engineering, Program Management, and Quality Engineering to ensure the platform is scalable, consistent, and resilient, and that investments balance speed, stability, and technical debt.

• Define and monitor platform health and performance KPIs / SLIs / SLOs (adoption, throughput, SLAs, latency, error rates) and use them to drive continuous improvement and funding decisions.

• Engage with Salesforce and peer enterprise teams to assess roadmap items, best practices, and platform patterns that can be leveraged at GM scale.

Roadmap & Lifecycle Execution

• Own intake, prioritization, and backlog for CRM platform features, balancing enterprise transformation goals, regulatory needs, and regional operational requirements.

• Lead roadmap and release planning with PMO and Engineering, making clear trade‑off and sequencing decisions across brands, regions, and use cases.

• Oversee feature launch, adoption, and post‑launch performance, including enablement materials, handoffs to contact center operations, and iteration based on feedback and metrics.

Requirements, Design & Quality

• Translate complex business and CX needs into clear, testable features and user stories in Jira (functional, non‑functional, and integration requirements with acceptance criteria).

• Drive UX and workflow design quality for advisor and customer experiences, ensuring CRM tooling is intuitive, efficient, and aligned to standardized patterns.

• Validate that delivered capabilities meet requirements, performance expectations, and business outcomes, and drive remediation when gaps appear.

Measurement & Success Metrics

• Define and maintain a concise set of product KPIs and dashboards (e.g., handle time, throughput, deflection, adoption, quality, and stability) for your CRM domains.